IT Service Operations Coordinator

About Us

We're an IT services company that supports businesses that can't afford downtime, slow response, or sloppy communication. Our clients rely on us to keep their people productive and their systems secure — and we take that responsibility seriously.

We run on process, accountability, and visible scoreboards. If you want a job where nothing is measured and "we'll get to it" is normal, this will not be a fit.

Role Overview

This role is the traffic controller of our service operation. You'll triage incoming tickets, keep dispatch tight, schedule the field team, and ensure work flows to the right people at the right time — without chaos.

You'll also review ticket and SLA reporting and raise your hand early when something looks off: recurring issues, backlog spikes, missed targets, or patterns leadership needs to see. Your job is to keep service delivery organized, predictable, and improving — not just "busy."

Key Responsibilities

• Triage and route incoming service requests based on priority, category, client impact, SLA, and correct assignment
• Maintain and manage the dispatch calendar for the service team (remote + onsite)
• Schedule and coordinate field technicians, including travel time, site requirements, access details, and client communication
• Confirm ticket completeness (clear notes, correct classification, time entries, resolution codes, next steps)
• Monitor SLA performance and flag risks early (breaches, aging tickets, response/resolution outliers)
• Review daily and weekly ticket metrics (volume, backlog, reopen rate, response times, recurring categories)
• Identify and alert management to anomalies and trends (repeat issues, problem patterns, tool failures, capacity bottlenecks)
• Escalate critical issues appropriately and ensure clean client updates and internal handoffs
• Support continuous improvement by documenting dispatch and triage workflows and proposing fixes
• Maintain professionalism and calm under pressure — clients feel the difference when dispatch is sloppy

What Success Looks Like (First 3–6 Months)

• Tickets are consistently triaged quickly and correctly with minimal re-routing or confusion
• Dispatch calendar is clean, accurate, and optimized — less scrambling, fewer missed windows
• Field team is scheduled efficiently with the right prep details (access, contacts, scope)
• SLA breaches decrease because risks are flagged early, not discovered after the fact
• Leadership receives clear, actionable insight on trends and bottlenecks (not raw data dumps)
• Backlog remains controlled and predictable — the team runs a machine, not a fire drill

Our Non-Negotiables / Culture

We operate with high standards and clear expectations. These are not slogans — they are the behaviors we hire, coach, and evaluate against. If these don't resonate with how you work, this role will not be a fit.

• God First

We strive to act with integrity, humility, and respect in how we work, lead, and treat others.

• Family & Legacy Matter

We believe strong people build strong families and take pride in the legacy they are creating through their work.

• Discipline Is Non-Negotiable

You do what you say you'll do, when you say you'll do it. Reliability matters here.

• Unwavering Work Ethic

This is not a place to coast. We expect consistent effort, urgency, and follow-through.

• Continuous Learning & Growth

You are committed to improving your skills, your mindset, and your results.

• Extreme Ownership

We take responsibility for outcomes. No victim mentality. Problems get owned and solved.

• No Tolerance for Excuses

We value solutions, adjustments, and accountability over explanations.

• High Standards in All Things

How you communicate, document, organize, and follow through matters.

• Laser Focus on Priorities

You focus on what moves the needle and avoid busywork or distractions.

• Relentless Pursuit of Excellence

We continuously raise the bar — personally, professionally, and as a team.

If you want to coast, hide, or blame tools and circumstances, keep scrolling.

Nice-to-Haves (Preferred)

• Experience in IT service coordination, dispatch, service desk triage, or a similar operations role
• Strong understanding of ticket priority, urgency vs. impact, and SLA-driven environments
• Comfort working inside a ticketing system / PSA with clean, consistent documentation
• Strong scheduling, multitasking, and written communication skills
• Ability to spot patterns in reports and translate them into clear alerts for leadership
• Steady mindset under pressure — you stay calm and effective when volume spikes
• MSP / IT services company experience
• Familiarity with PSA tools (ConnectWise Manage, Autotask, HaloPSA, ServiceNow, Zendesk, etc.)
• Experience coordinating onsite work, field technician routes, or multi-site scheduling
• Basic understanding of common MSP service categories (network, endpoints, M365/email, backups, security)

Compensation & Benefits

Compensation: Competitive base pay based on experience
Benefits: (Health / dental / vision), PTO, paid holidays, and a clear performance growth path

(Add your exact pay range if you want more qualified applicants and less tire-kicking.)

How to Apply

Apply through this job post.

Include a short note answering the following:

• What's the difference between "urgent" and "important" in dispatch?
• Share a quick example of a time you caught a trend or problem early before it became a bigger issue.

Job Type: Full-time

Pay: $45, $550,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person